Designing Waits That Work

The URL (above) only gives a short excerpt: you have to subscribe (or pay) to get the entire article. But if you write me, I'll send you a copy. Or you can simply look at the original version that spawned the paper: The Psychology of Waiting Lines. (The original is better in the amount of detail and formal analyses, worse in the rough draft and inelegance of the writing as well as a lack of examples which I added for SMR.)